About us
insight6, customer experience specialists for more than 30 years
We help businesses across the UK and Ireland see themselves through their customers’ eyes, then act on what they find.
Our story
A local expert for every business
The idea came from mystery shopping farm shops across the UK. Each one needed someone nearby who could help it improve its customer service, and that is how insight6 still works.
insight6 is the largest customer experience consultancy in the UK. Mystery shopping, feedback, journey mapping and training can all run as one plan.
From Australia to the UK and Ireland
How we work
Six steps to transform your business with insight6
Our icx6 framework guides every CX programme we run, from first conversation to continuous improvement.
Inspire
Bring your finest minds together to inspire and support your new CX strategy.
Identify
Identify current service, reputation and sales opportunities.
Illustrate
Map core activities to illustrate the ultimate CX model. Simplify process, maximise opportunity.
Instruct
Coach, mentor and develop your team to deliver your new CX standard.
Inform
Measure, test and refine to inform how the new standards are being met.
Improve
Doing all that it takes to ensure continuous improvement.
Client feedback
What we stand for
What you can expect from insight6
Three values guide every insight6 programme. Each one shows up in something your team will see, in the reports and in the conversations around them.
| Constructive | Findings are shared with your team in a way that helps them act on what they hear. |
|---|---|
| Responsive | Reports arrive while the visit is still fresh in your team’s mind. |
| Brutally honest | Every report says what the customer saw, including the moments that need to change. |
Proudly working with
More than 1,000 brands, from solicitors to universities and visitor attractions
A few of the businesses insight6 has worked with.
Meet the team
The people at insight6’s head office
A small central team behind the regional CX Specialists.
Jonathan Winchester
Chief ExecutiveFounder and Chief Executive, who speaks on customer experience to business audiences across the UK.
Joe Betts
Operations DirectorOversees insight6's operations, systems and processes, supporting our clients and the regional CX Specialists who deliver their programmes.
Stephen Crisp
Finance DirectorOversees insight6's financial management, supporting the business and its regional network.
Lisa-Marie Mallier
Marketing DirectorLisa-Marie leads insight6’s marketing strategy, shaping how the business positions itself and supports growth.
Emily Conradi
PR & Content MarketingEmily helps insight6 share its expertise through media relations, case studies and thought leadership.
Sam Garrett
Customer Experience Operations ExecutiveSupports the day-to-day delivery of client programmes, helping our regional CX Specialists with systems, reporting and operational support.
Charlotte Keyte
Marketing ExecutiveCharlotte coordinates insight6’s campaigns and content, keeping day-to-day marketing activity on track.
Franchise opportunities
Become the insight6 CX Specialist for your area
Thinking of something different? See what running insight6 in your own region could look like.
Recognition
The CX Excellence Recognition Scheme
Businesses that reach the standard on their insight6 mystery shopping programme are awarded the CX Excellence Mark.
It gives teams something concrete to aim at, and gives customers a mark that stands for a measured result.
- Judged on verified mystery shopping results
- The same standard applied across every industry we work in
- Assessed on the programme you are already running
- Judged on verified mystery shopping results
- The same standard applied across every industry we work in
- Assessed on the programme you are already running
Next step
Thinking of working with insight6?
One short call with the CX Specialist for your region. They will listen, ask about your business, and tell you whether insight6 can help.
